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Terms and Conditions

Terms and Conditions

The Nitty Gritty

General:

  • Don’t worry, you're in safe hands! Just choose the perfect gift and let the rest be a heart-warming surprise! All prices are already inclusive of VAT. However, a delivery fee will be added on during checkout.
  • Nothing lasts forever, not even a good deal! So, all prices are subject to change and are valid while stocks last.
  • Even though the florists and hamper teams select and prepare only the freshest flowers and edible items available, delivered products may vary in appearance when compared to images on the website. This is due to the nature of the product.
  • While substitute items in a gift are very rare, the right is reserved to make these substitutions without notifying the customer, unless the substitutions are significant. In these cases, there will be an attempt to contact you. All substitutions are of equal or greater value and look as similar as possible to the product displayed on the website.
  • Occasionally, substitutions may be necessary to create your arrangement due to the season, and nature of fresh produce availability of certain flowers in various parts of the country. Care is taken to maintain the style, theme and colour scheme of the arrangement, using flowers of equal value. Additionally, the substitution of certain keepsake items may be necessary due to increased demand, especially during major holidays. In single-flower arrangements, such as an all rose bouquet, or orchids, every attempt will be made to match the flower type, but substitutes may be made with similar colours when necessary.
  • If the floral or gift creation didn’t tick all the right boxes and you or that special someone are not 100% satisfied, let the customer service team know within 48 hours. The item will be collected and replaced at no expense to you. Alternatively, after collection, you'll be provided with a refund.
  • If the gift is still in its original condition and there is stock of something else which your special someone would prefer, it will happily be exchanged for them. However, please note that a collection, handling and redelivery fee may be charged.
  • No one’s perfect and sometimes mistakes happen. If you receive a product that is different from the one you ordered or if you’d like to return it, let the customer service team know within 48 hours of receiving it. Arrangements will be made for the item(s) to be returned and for the correct product to be delivered to you ASAP. If the incorrect product is delivered to you, do not remove the product from its original packaging, tamper with or use the product in any way. If the product is tampered with or used in any way and is not in the tip-top condition that it was delivered in, you will be liable for a 15% handling fee plus delivery.
  • If the gift received seems to be going through some technical difficulty, you need to notify the customer service team within 48 hours of receiving it and it will be arranged for the faulty item to be returned for testing. If no bugs or faults are found, the product will be returned back to you, at your cost. If the item is found to be full of gremlins and there is a problem, depending on the fault and the supplier, a replacement or a repair will be offered to you. Visit the product guarantees page for more info.
  • Customers receive a 6-month warranty for all desk fridges. So chill out, and visit the product guarantees pages for more info.
  • While vouchers are offered on a regular basis, all rights are reserved to cancel orders placed if there has been misuse of a voucher or unsolicited voucher use.
  • To avoid any ‘orchid’ moments, please ensure that all recipient names and card messages are spelt correctly. Messages and names are printed exactly as provided so its key that all info is accurate so that your gift will be perfect!
  • No exchanges or returns on non-personalised clothing are permittable, so be sure to find the perfect fit and don't turn back!
  • For security reasons, SMS’s may be sent to the recipient before delivery to let them know to expect something special.
  • Please note: All bakery cakes will arrive frozen to semi-frozen, but will be just as delectable as promised!

Payments/Refunds:

  • You know what they say, money talks. Any payment above R500, paid by direct deposit, has to reflect in NetFlorist’s account before an order can be released. This may affect the delivery date you have chosen. In order to prevent any unwanted delays, payment via credit card of Ozow is recommended.
  • Proof of payment is required before an order can be released. This means that you need to personally email your proof of payment to [email protected]. This is because your happiness is the top priority, and emails sent through the bank may take longer to arrive.
  • With so many Johns, Pauls, Stevens and Ryans in the world, please excuse if you’re asked to send through a copy of your I.D and or credit card. This is just to make sure that nobody’s stolen your identity.
  • Once processed, all refunds will take between three to five working days to reflect into the account the original payment was made from.
  • Due to inter-bank processes, this may occasionally be a day or 2 later but refunds are earmarked as urgent with service providers.
  • Because they purchased the gift, refunds can only be given to the account holder (sender) and not the recipient of said gift.
  • Refunds will reflect on the bank statement under the date that the purchase was made.

Customer Wallet & NetFlorist Credit:

  • NetFlorist reserves the right to refund your orders in the form of NetFlorist credits.
  • The customer wallet will be used to store any/all refunded NetFlorist credits for your use.
  • NetFlorist credits do not expire.
  • NetFlorist credits do not accrue interest.
  • NetFlorist credits can be redeemed on your profile page, or during checkout on the basket summary page.
  • NetFlorist credits can be transferred into a bank account as currency upon request.
  • For queries, contact 087 135 1005 or email [email protected].

Delivery

  • Because each day is unique and unpredictable, delivery times unfortunately can't be guaranteed. Gifting is an emotional experience and while waiting for delivery on the day, hours may seem like days but your gift is on its way and will be delivered during the day.
  • Two surprises are so much better than one, so if you’ve ordered more than one item for someone special, each may delivered separately.
  • If drivers need to take an extended road trip to get to the door of your choice, a surcharge may be charged as an additional delivery fee if it is outside the normal delivery range.
  • Deliveries will take place from 7 am until 7 pm from Monday to Friday, from 8 am until 4 pm on Saturdays and from 9 am until 2 pm on Sundays. However, an effort is made to prioritise business deliveries according to standard weekday business hours.
  • If you're a procrastinator and your order is placed after 12 pm for sameday delivery, the delivery will take place between 1 pm and 7 pm.
  • If you place an order for sameday delivery in the morning, your order will go out in the afternoon that same day. This is to provide enough time to prepare your gift beautifully, and because drivers only collect gifts twice a day; once first thing in the morning and again at lunchtime.
  • To ensure sameday delivery, please send your proof of payment before 12pm that same day.
  • Gifting is all about sharing and unexpected surprises, but because it’s important to make the day of the correct recipient and not any old Johan, Thabo, Mary or Rani, it’s unfortunately not possible to leave deliveries unattended at the recipient’s front door. All efforts will, however, be made to deliver at reception, receiving, security or a neighbour if they aren’t available.
  • Normal delivery procedures involves giving the recipient a call when drivers are at or near the specified address. If the recipient is not available, the sender may also be called. If neither are available, a redelivery will be attempted at a later stage.
  • Because drivers have to put petal to the metal to ensure all deliveries are made on time, drivers are only able to wait for a recipient for a limited amount of time.
  • The standard delivery fee is R89.95.
  • Although seldom charged, a 15% handling fee plus delivery may be added if the address provided is incorrect or incomplete, if you’ve changed your mind and wish to cancel or change your order when the gift has already left the warehouse, or if the recipient needs to exchange the item for something else.
  • If your recipient lives somewhere far away and exotic that falls into the extended areas list, the delivery may take between one and two extra days to be delivered.
  • If your delivery has been attempted more than twice, a handling charge of 15% plus delivery may be charged.
  • Premium Pre 1 delivery is currently only available for floral gifts delivered in JHB, CPT, DBN and PTA.
  • The Premium Pre 1 delivery slot only applies to the first delivery attempt. If the recipient is unavailable, normal redelivery procedures will apply.
  • If the sender or recipient is off jet-setting or are only just visiting the country and therefore have an international number, no liability can be attributed for late or non-delivery.
  • Unfortunately, deliveries can’t be left unattended at the recipient’s front door. All efforts however, will be made to deliver at reception, receiving, security or a neighbour if they aren’t available.

Personalised Gifts (including Activewear and Apparel or Jewellery):

  • You know them best! Therefore, it is the customer’s responsibility to select the correct model, size and colour of the gift.
  • Not every size fits all! Therefore, it is the customer’s responsibility to ensure the correct clothing and apparel size is chosen based on the provided sizing chart, so if you want to knock their socks off, make sure they’re the correct size! Please ensure that the correct clothing and apparel size is chosen based on the provided sizing chart.
  • Forgot how to spell their name? Remember, it is the customer’s responsibility to ensure the correct personalisation information is given to NetFlorist. This includes any names, surnames, messages and photos.
  • Cancellation of personalised orders that have already been sent for production: in the event that the personalisation process has already been completed, you will only be offered a 50% refund.
  • In the event that the order has not already been shipped from the production facility: because it is understandable that mistakes happen, if the customer has incorrectly entered the personalisation, NetFlorist will charge 50% reproduction charge to produce a replacement.
  • In the event that the order has already shipped from the production facility: if the customer has incorrectly entered the personalisation information, NetFlorist will charge 50% reproduction charge to produce a replacement, in addition to a collection and redelivery fee. So, make super-duper sure that you enter the correct information!
  • Before you pour your heart out to someone special, remember, only certain elements of a gift can be personalised. These elements include the name, date, message or photo. Products are only personalised as indicated under the ‘Personalise This Item’ tab. All other parts of the gift will arrive as shown in the image and cannot be altered. Name, date and message personalisation are subject to character limitations which means you’ll have to keep the love short and sweet. It is the customer’s responsibility to ensure that their personalisation is within the character limit. Remember, a short message can just be as heart-warming as a long one!

The Bakery at NetFlorist:

  • Because all yummies are freshly baked every morning, no changes or cancellations are allowed on your order unless they are made 48 hours prior to delivery. If cancellation is requested after delivery takes place, you will be charged a 50% handling fee plus collection equal to delivery fee.
  • If upon receiving a gift from the Bakery at NetFlorist, you or that special someone is not 100% satisfied, let customer service know within 24 hours (due to its perishable nature) and it will gladly be collected, replaced or refunded at no expense to you.

Changing or Editing Personalised Bakery Orders:

  • Changes can be made at zero cost prior to personalisation production being completed.
  • If changes are requested after personalisation production has been completed, the customer will be charged a 50% change/cancellation fee.

Made to Order Items:

  • Cancellation of engraved, laser-cut or print made to order items that have already been sent for production: in the event that the flower fairies and gift gurus have already completed the production, you will only be offered a 50% refund.
  • NetFlorist will charge 50% reproduction charge to produce a replacement.

Perfumes:

  • All perfumes and/or colognes listed on the NetFlorist site are 100% genuine and have been legally acquired. However, certain fragrances, as individually stated, may have been imported without consent from the Intellectual Property right owner. Due to this, parallel imports will not carry any guarantees or warranties from the registered owner of the trademark.

Ownership and Copyright:

  • The contents of NetFlorist, including any material, information, data, software, icons, text, graphics, layouts, images, sound clips, advertisements, video clips, trade names, logos, trademarks, designs, photos and service marks which are displayed on or incorporated in the website are protected by law, including but not limited to copyright and trademark law. The website content is the property of NetFlorist, its advertisers and/or sponsors and/or is licensed to NetFlorist.
  • You will not acquire any right, title or interest in or to the Website or the Website Content.
  • Any use, distribution or reproduction of the Website Content is prohibited unless expressly authorised in terms of these Terms and Conditions or otherwise provided for in law.

Governing law and jurisdiction:

  • These Terms and Conditions will be governed and interpreted in accordance with the laws of the country where the product has been delivered.

Notices:

  • A domicilium citandi et executandi is used for the purposes of giving any notice, serving any legal process and for any other purpose arising from an agreement at your e-mail as set out in your application for registration on this site.
  • Any notice to be served, by either party to the other must be in writing and will be sent by email to the relevant party to this agreement at its respective address as specified on the application for registration on this site and, in the case of NetFlorist to [email protected].

Customer service centres:

  • South Africa: Waterfall Commercial District, Bridal Veil St, Waterfall, Midrand, 2066 
  • United Kingdom: 6 Station Pde/Penn Rd, Beaconsfield HP9 2PB, United Kingdom.

Coupons and Voucher:

  • It is super important to check the expiry dates on coupons, as you don’t want to miss out on a good deal!
  • Each coupon is valid for only one purchase session and only one coupon may be redeemed per person, per transaction.
  • Vouchers and/or coupons aren’t redeemable with any promotions.
  • No “change” is given on any coupons and they aren’t transferable for cash.
  • It's the responsibility of the customer to make note of their given voucher code.
  • All rights are reserved to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
  • Vouchers and/or coupons aren’t redeemable on Fresh Produce.

NetFlorist has five different types of coupons:

1. Complimentary Coupons
  • These are not redeemable on certain products, experiences, jewellery, perfume or any special offers.
  • A minimum spend will apply to all complimentary coupons. This will be printed on your coupon.

2. Purchased Coupons:
  • These coupons can be redeemed for any product on the site.
  • These coupons have no minimum spend unless specified on the coupon.

3. Compensation Coupons:
  • These coupons may not be redeemed on special offers.

4. Social Media Coupons: R50 off Coupon
  • Value: R50
  • Minimum spend of R350 applies.
  • Valid for only one purchase session, only one coupon redeemable per person, per transaction.
  • Coupon not redeemable on any other promotions.
  • All rights are reserved to cancel orders placed if there has been misuse of the coupon or unsolicited coupon use.
  • This coupon isn't redeemable on Fresh Produce.

5. Social Media Coupons: R150 off Coupon
  • Value: R150
  • Minimum spend of R400 applies.
  • Valid for only one purchase session, only one coupon redeemable per person, per transaction.
  • Coupon not redeemable on any other promotions.
  • All rights are reserved to cancel orders placed if there has been misuse of the coupon or unsolicited coupon use.
  • This coupon isn't redeemable on Fresh Produce.

Social Media:

  • All rights are reserved to remove any posts from any social media pages as discrimination or prejudice is not tolerated. This means any cyber-bulling, or unsavoury remarks will be taken down. Remember to Just Be Nice!
  • All rights are reserved to remove any comments from paid adverts on any social media sites.
  • All winners for social media competitions are chosen with fair discretion.
  • All efforts are made to reply to any queries on social media as quickly as possible between 6 am and 3 pm on weekdays. For any urgent queries outside of these hours, please contact the call centre.

Fresh Produce:

  • Available for delivery in Johannesburg, Pretoria, Cape Town, and Durban.
  • While some foods tend to have violent streaks and come out looking a tad bruised, if you're not 100% satisfied with the quality of your fresh food delivery, please email [email protected].
  • Due to health and hygiene reasons, no exchanges, replacements or returns on fresh produce are permittable.
  • Don't need your fruit and vegetables anymore? While your doctor may beg to differ, cancellations can only be honoured at least 25 hours prior to your selected delivery date.
  • No vouchers are redeemable on any fresh produce or grocery items.
  • All staff are sanitising upon entry, exit and at hourly intervals.
  • Drivers are sanitising before touching your product, as well as offering sanitiser to you or your loved one, after having received the product.
  • To minimise contact, the drivers will ask your recipients if they can leave their fresh produce at the door, reception or table.
  • Delivery vehicles and all other ‘high touch’ point surfaces are being sanitised regularly.
  • Your recipient will not have to sign for their delivery, the driver will do this on their behalf.
  • Something wrong with your fresh produce? Let customer service know within the first 24 hours of receiving the delivery and they'll be happy to assist you.

Groceries:

  • Available for delivery in Johannesburg, Pretoria, Cape Town, and Durban.
  • Due to health and hygiene reasons, no exchanges, returns or replacements on grocery items are permittable.
  • Should an expired grocery item be delivered, an offer will be provided for a full refund or voucher for that item.
  • Should you wish to cancel your grocery order, it will be (sadly) cancelled provided you’ve cancelled it at least 25 hours prior to your selected delivery date.
  • If the incorrect grocery item is delivered, it will either be collected and replaced or a full refund will be issued.
  • You will be liable for a re delivery fee as well as the cost of any perishable items upon the second delivery.

Exclusive Floral Specials in South Africa:
  • Just like seasonal blooms, exclusive floral specials are only valid for a short period of time and are subject to stock availability.
  • No coupons and/or vouchers may be redeemed on exclusive floral specials.
  • Exclusive floral specials are only for delivery in Johannesburg, Pretoria, Cape Town, and Durban.
  • Exclusive specials can only be purchased online, while stocks last.

Emails:

  • NetFlorist sends several e-mails to separate mailing lists (NetFlorist, NetJewel and an occasion-specific list). If you wish to unsubscribe from all NetFlorist e-mails, please ensure that you unsubscribe from each mailing list by clicking ‘Unsubscribe’ at the bottom of each e-mail. Alternatively, you can contact customer service via email or the contact numbers on the site. As always, you’ll surely be missed!
  • Just like seasonal blooms, all exclusive floral specials are only valid for a short period of time and are subject to stock availability.

Hellobar OC Voucher:

  • Voucher entitles you to 10% off your next purchase.
  • Minimum spend of R400 applies.
  • Voucher is valid until 31 August 2020.
  • Valid for one purchase session, only one voucher redeemable per person, per transaction.
  • Voucher not redeemable on any other promotions.
  • All rights are reserved to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
  • It's the responsibility of the customer to make note of their given voucher code.
  • This voucher isn't redeemable on Fresh Produce.

Limited Stock:

  • Due to limited stock availability during Covid-19, packaging may vary from the images depicted.

Flower & Plants Availability:

  • Due to the closure of the entire flowers/plants and horticulture industry during lockdown – this may impact availability of flowers & plants from flower partners.
  • Your understanding will be appreciated during this time and rest assured that any substitutions will be of equal or greater value.

Alcohol T's & C's:

  • Your safety is the first concern. Please don’t accept your delivery if the seal is broken.
  • Please break the seal and check the contents of your delivery in the presence of the driver to see if everything is in tip-top standard.
  • If there are any discrepancies with your delivery, it must be recorded on the driver’s delivery sheet in your presence so the order may be redelivered or refunded as appropriate.

Grandparents' Day T's & C's:

  • First 500 orders will receive a free box of Sweetie Pies when you spend R350 (excl. delivery) or more from our Grandparents’ Day range.
  • For delivery between the 10th and 14th of September.
  • Only available in JHB, PTA, DBN or CPT.

Need to know more? Visit the product guarantees page for further information on all gifts and services.
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